BIG CX NEWS from Zoom, Five9, and Dialpad

By putting forward the “Ai CSAT” solution, Dialpad aims to help companies move away from post-call surveys, which can cause customer fatigue and are sometimes considered “spam” or “junk mail”.

In addition, the provider hopes that the insights will empower CX teams to determine critical drivers of and barriers to customer happiness.

ServiceNow Acquires Hitch

ServiceNow has acquired Hitch, a skills intelligence and talent platform. The acquisition will see Hitch add new skills insights to the Now platform that will enable organisations to provide their employees with learning and development opportunities.

By doing so, companies can improve their workforce planning and close any talent gaps.

Gretchen Alarcon, Vice President and General Manager of HR Service Delivery, ServiceNow, said: “If skills are the new currency for business, insight into these skills is critical to driving talent retention and adapting to evolving business needs.”